Technical Support Specialist

The Company

Diligent is the world s largest GRC SaaS provider, serving nearly 1 million users from 25,000 organizations around the world. Our software enables holistic and informed conversations about governance, risk and compliance and ensures CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization.

Our world-changing idea is to bring technology, insights and confidence to leaders so they can build more effective, equitable, and successful organizations - and create lasting, positive impact on the world. We seek to empower organizations to be better for their stakeholders and communities, for their customers and employees, for their bottom line.

Headquartered in New York, Diligent also has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

Position Overview:

We are seeking a Customer Support Specialist to handle Tier 1 support and client relationships by answering Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users. The primary attribute we are looking for is excellent customer service with superb communication skills who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.

Key Responsibilities

APAC Shift -3:30 AM

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

Gather customer s information and determine the issue by evaluating and analyzing the symptoms

Diagnose and resolve technical and software issues involving internet connectivity, login problems and more

Research required information using available resources

Follow standard processes and procedures

Identify and escalate priority issues per Client specifications

Redirect problems to appropriate resource

Accurately process and record call transactions using a computer and designated CRM software

Offer alternative solutions where appropriate with the objective of retaining customers and clients business

Organize ideas and communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers where necessary

Stay current with system information, changes and updates

Required Experience/Skills

1-3 years experience of phone-based Software Application/Technical Support/Customer Service supporting end users

Excellent communication skills with internal stakeholders

Experience of phone-based Software Application/Technical Support or call center experience supporting end users

Proven problem-solving skills and technical aptitude

Working knowledge of Windows OS and other major operating systems

Superb communication and customer handling skills

Ability to think on your feet in a highly demanding and fast moving environment